Order, Shipping & Returns Information
Questions? Email us at orders@tutu.com or call Toll Free US and Canada 1-877-888-8266 | International +01-704-519-4771 and we'd be happy to help. Customer service is our highest priority.


We accept VISA, MasterCard, Discover Card, American Express and PayPal in US dollars only. Tutu.Com does not accept cash, personal checks, business checks, money orders or purchase orders.
Shipping charges are dependent on where you live, and the size and weight of the box. Some fabrics are quite heavy, some are not. We cannot always guess the exact shipping costs in advance, as there are so many different possible combinations of fabric, notions, rhinestones, trims, appliques, etc.

Therefore, we may bill additional shipping charges after your order has been cut, boxed and weighed. Our minimum domestic shipping charge is $9.00 for priority, $23.00 for express envelope and $36 for express box. If your order is larger and does not fit into those costs, you will be billed separately for the extra charge once your order is cut, boxed and weighed.

For hooped classical tutus and other items that must be shipped in over-sized boxes, costs can run between $30-$60 in the continental U.S., more in some places. Occasionally, it is less expensive to ship Express rather than Priority.  We will always research what is the least expensive way to safely ship your items. We will also insure costumes for their full value.  This will add to the cost, but not too much.  All custom costumes are shipped with signature required when delivered.  This is for your protection.

If you are ordering something small that can be sent in an envelope, like one sample card, the difference between the postage and the automatic minimum shipping charge will be refunded. If you are ordering downloadable patterns, your shipping charge will be refunded.

If your Express order is small enough to fit in a padded envelope (examples would be hooks and bars, 1-2 yards of hook and eye tape, or small quantities of Notions) then Domestic Express Shipping Base Rate Envelope at $23 is appropriate. However most of our products are too big for a padded envelope and must be shipped in a box. Therefore, the Domestic Express Shipping Base Rate Box of $36 is most applicable.  If your order costs less to ship, we will refund the difference.  If it is more, we will bill the additional shipping costs when your order is ready to ship. 

Keep in mind that it takes longer for us to process and bill any extra shipping through Paypal, so if you need your order quickly, it is always faster to simply pay with a credit card.

To give you the exact shipping charge, we would need to cut your fabrics, box and weigh your order. If we cut your fabric, you own it. We make every effort to pass along our bulk shipping discounts to our domestic and international customers. If you require a shipping cost estimate prior to placing your order, please call us at 877-888-­8266 or 01-1-704-519-4771, 10 am to 5 pm EST, and we will be happy to estimate your shipping charges. Please understand that estimates are just that -estimates--but are generally close.

Unless otherwise requested, orders shipped within the US, including Alaska, Hawaii, Puerto Rico, and most US Territories and Military addresses, are sent via USPS Domestic Priority Mail (2-4 day) with Delivery Confirmation. Your order is typically delivered to you within two to four Business Days after we ship it. You will receive an email from Stamps.Com with your package's tracking number so that you may track your package. The USPS provides $50 insurance on Domestic Priority mail and $100 on Domestic Express Mail. If your order cost is higher, we will automatically insure it for the total. There is an extra charge when we do this, but it is minimal.

If you need a Rush Order, please call with your order and speak to us directly. DO NOT EMAIL A RUSH ORDER! We can verify that the item(s) is in stock and that the overnight option is available. We suggest you choose USPS Express Mail shipping (one-two Business Days). For Next Day Delivery, UPS and Federal Express are available at an additional charge -please call for rates and details. If you have your own UPS or FedEx accounts, we are able to use your account numbers.

For destinations outside the United States, orders can be sent many ways.USPS First-Class International is the least expensive, and only available to orders under $40.  There is no tracking available with First-Class so if the order is lost, we will not be responsible for replacing it.  USPS Priority International takes six to ten days, and USPS Express Mail International generally takes three to five days. Express Mail International is faster than Priority Mail International, provides much better tracking information, and may pass through your country's Customs quicker. Delivery times are dependent on your destination country and on your local postal and Customs services. Customs delays are not the responsibility of Tutu.Com.

Base international shipping prices on the website for the following countries are based on one to three lbs. in the smallest standard USPS shipping box. If your order is smaller than that, and/or can be sent in a padded envelope, we will adjust your shipping accordingly and refund the difference to your card or Paypal account, depending on how you paid for your order:
Canada: $40.00 USD
Hong Kong, Sweden, Netherlands, Germany: $45.00 USD
Australia, New Zealand, United Kingdom, South Africa: $50.00 USD
All other countries: $50.00 USD
Our shipping rates do not include any Customs Charges that may be imposed by your country's Customs regulations. Delivery may be delayed by your country's Customs regulations. The Customs Form we provide will indicate the nature and cost of the merchandise in your package. **Custom charges are not the responsibility of Tutu.com, orders will not be broken up by value.**

We strive to ship in-stock items within two Business Days after we receive your order. (This does not include custom-made items, like tutus and other costumes, which require a lead time and are shipped when completed. Also, orders which include fabric-cuts or custom-dying may require an additional time, but we will always let you know how long it will take.)

All orders are shipped FOB Charlotte, NC USA.

 

For all custom items, including tutus, practice tutus, plates, overlays, dresses, tunics, or any other custom piece, we look forward to talking with you. These items require specific information that will be unique to your one-of-a-kind costume. Because custom orders require custom pricing, our Tutu.Com Order Form is not suitable for these orders. For US and Canada, call 877-888-8266 and for International customers call +01-704-519-4771.

For shipping most custom garments, we use USPS Express Mail with one to two-day delivery. Shipping rates for custom items will vary depending on the piece and your delivery requirements. Tutus in particular may require special handling, packaging, insurance, etc. You will be given our best estimate shipping rate when you place your custom order. Shipping will be billed when the item is ready to ship.

Custom Orders are not returnable. Please understand the importance of supplying accurate measurements. Your costume will be made to the measurements supplied by you. Because we often do not have the opportunity for in-person fittings, our costumes are made to fit as close as possible according to the measurements you provide. If alterations must be made due to changes in your measurements, you will incur alteration and shipping charges. However, if you need alterations, we want to help make the costume the way you envision and are happy to help.
We may be out of stock on an item or manufacturers may not be able to keep up with demand. Our policy is to ship in-stock items as quickly as possible, and to back order any items that are out of stock.  We will contact you by telephone or email to let you know about any items on back order.  At that time, you can choose whether to have the item removed from your order and receive a refund, or keep the item on backorder and have it ship separately.  There may or may not be an extra shipping charge due, depending on the size and weight of the item and the distance it must be shipped.  If you choose to keep something on backorder, we will let you know if there will be another shipping charge at that time.  We make every effort to keep shipping charges as low as possible, but many of our items are larger and heavier, so it is not always possible.
All prices shown on these pages are in US Dollars (USD). All prices are subject to change without notice. Price changes from our suppliers may occur before we are able to change our published prices. There is no minimum order amount; however, minimum USPS Priority Mail is $9.00. Fabrics, trim and notions will be sold in one-yard increments. Any errors/changes in pricing related to launching the new Tutu.Com website will not be honored.
Non-Returnable Items:
  • Books, patterns, videos, CDs
  • Cut fabric and other piece-goods (elastic, binding, etc.)
  • Men's tights, leotards, unitards, dance-belts, dance-shorts, or other under-garments
  • Women's bra-tops, trunks, thongs, body-liners, or other under-garments
  • Any custom-dyed item, including dancewear, shoes, fabric, piece-goods, etc.
  • Chemicals or glues, whether spray, bottle, or tube (lacquer, sizing, etc.)
  • Rhinestones, rhinestone settings (findings), rhinestone strands
  • Sample Cards
  • Any Close-Out or Special-Sale items Any Special-Order item: items, colors, sizes, brands, or models that we do not stock and were specially-ordered for you from the manufacturer
  • Any Custom and/or Made-to-Order item (tutus, bodices, jackets, costumes, leotards, headpieces, etc.) created from measurements you provided and/or other requirements you may have specified Any other item listed prior to purchase as 'not-returnable' or 'not eligible for return or exchange'
For most merchandise items, in the first ten days, we will accept returns for refund, exchange or credit under the following terms and conditions:
  • For refunds, exchanges, or credits, you MUST call for an RA number to put on the front of the box.
  • Refunds, exchanges, or credits will NOT be accepted without an RA number. (please review list of non-returnable items.)
  • Refunds and exchanges must be received within 10 days of the ship-date USPS postmarked on your box when we shipped it to you. (Tutu.Com keeps USPS tracking numbers and Shipping Dates on file.)
  • Your return shipping must be prepaid. We do not accept returns sent COD.
  • Return shipping charges (to us) will not be refunded or credited.
  • The original shipping charges (to you) will not be refunded or credited. Items must be returned in the original packaging, with all manufacturer's tags attached.
  • Items must be in re-saleable condition: cannot be soiled, worn, or damaged in any way. You must include a copy of your original invoice.
  • You must include a note indicating the reason for the return.  It must include the name, address and phone number of the person who ordered/paid for the item(s).
  • We highly suggest you ship your return with tracking information and/or delivery confirmation -we are not responsible for items lost or mishandled by your chosen shipper
  • If you choose a store credit, all store credits must be used within 12 months of issue, and store credits are non-transferrable.
  • No refunds, exchanges or credits will be processed until the returned merchandise has been received and reviewed to meet Tutu.Com's specified conditions.
We strive to ship in-stock items within two Business Days after we receive your order. (This does not include custom items which require a lead time and are shipped when completed. Also, orders which include fabric-cuts or custom-dying may require an additional time, but we will always let you know how long it will take.)

For most items, after ten days (until one month from purchase) we will accept returns for credit only under the following terms and conditions:

  • For returns for credit, you MUST call for an RA number to put on the front of the box. Returns for credit will NOT be accepted without an RA number. (please review list of non-returnable items.)
  • Refunds and exchanges must be received within 30 days of the date USPS postmarked on your box when we originally sent it out. (Tutu.Com keeps USPS tracking numbers and Shipping Dates on file.) A 10% restocking fee will be charged on items returned for credit after ten days from postmark. You will be given a house credit  for your item less the original shipping charge and the 10% re-stock fee.
  • Your return shipping must be prepaid. We do not accept returns sent COD.
  • Return shipping charges (to us) will not be refunded or credited.
  • The original shipping charges (to you) will not be refunded or credited.
  • Items must be returned in the original packaging, with all manufacturer's tags attached. Items must be in re-saleable condition: cannot be soiled, worn, or damaged in any way.
  • You must include a copy of your original invoice.
  • You must include a note indicating the reason for the return.
  • We highly suggest you ship your return with tracking information and/or delivery confirmation -we are not responsible for items lost or mishandled by your chosen shipper
  • All store credits must be used within 12 months of issue, and store credits are non-transferrable.
  • No refunds, exchanges or credits will be processed until the returned merchandise has been received and reviewed to meet Tutu.Com's specified conditions.
  • All returned items that do not meet Tutu.Com' s specified conditions will be donated to charity or otherwise disposed of-no refund, exchange or credit will be issued.
This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from Tutu.com (the “Site”).

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps. - “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to: Communicate with you; Screen our orders for potential risk or fraud; and When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout. We use MailChimp as our email marketing platform --you can read more about how Mailchimp processes your Personal Information here: https://mailchimp.com/legal/privacy/ and https://mailchimp.com/legal/terms/. You can click the unsubscribe link in the footer of any email you receive from us to stop receiving email newsletters, or by contacting us at orders@tutu.com.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by: COMMON LINKS INCLUDE: FACEBOOK - https://www.facebook.com/settings/?tab=ads GOOGLE - https://www.google.com/settings/ads/anonymous BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

DO NOT TRACK Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at orders@tutu.com or by mail using the details provided below:

PO Box 472287, Charlotte, NC, 28247, United States